Work Details
A.) Facilitate the analysis, development, implementation, and training of automated workflows for DGS offices into the ServiceNow environment in accordance with industry best practice and DGS policies and procedures.- Process analysis and documentation for changes to existing business process workflows.
- Analysis and documentation for new business process workflows.
- Project coordination and reporting tasks.
- Facilitation of project steering committee meetings.
- The successful development, implementation, and configuration of approved processes into ServiceNow workflows.
- Data conversion, if needed.
- The successful development and implementation of Key Performance Indicator (KPI) Dashboards and reports on identified performance measures.
- ServiceNow platform upgrades to the latest release version.
- The development and delivery of training materials on all implemented workflows and configurations.
- The delivery of training to DGS end-users.
- Knowledge transfer to the State technical team.
B.) Business Analyst- Documents high-level business requirements.
- Works with program SME(s) to define and document current business process flows using the agreed upon format.
- Meets business objectives, documents, and validates business requirements including functional, technical, and security requirements.
- Develops traceable requirements; reviews requirements with customers, developers, testers and others involved in implementing the business solution.
- Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
- Develops an expert understanding of business processes slated for automation or improved automation.
- Works with program SME(s) to define and document the recommended future business process flows.
- For any missing processes and/or procedures, creates and documents new processes/procedures using the agreed upon format.
- Applies concepts of process and organizational improvement while developing comprehensive business designs in specified functional areas.
- Designs and employs information-gathering techniques, including structured interviews, and facilitated workshops.
- Produces flow charts, swim lane diagrams, context diagrams, and other structured analytic products to capture and communicate issues, root causes, concepts, and decisions.
- Applies gap analysis techniques to define the nature and extent of needed change and document findings.
- Documents issues and risks and escalates to the Project Manager.
- Facilitates sessions with customers to define, review, and document the KPIs used to assess operational effectiveness in each area.
- Defines and documents required roles and operational procedures for successful implementation.
- Project Coordination
- Develops and tracks project schedule, scope, and risks.
- Identifies project communication needs and expectations based on Stakeholder requirements.
- Assists with developing status reports.
- Escalates risks and issues to ServiceNow Management.
- Performs project closure activities:
- Validate the objectives of the project have been successfully met as documented in the Project Charter.
- Facilitate a Lessons Learned session and document findings.
- Identify any remaining issues, risks, and mitigation.
- Provide recommendations for next steps.
- Provide turnover of all documentation.
- Development
- Configures the ServiceNow cloud service to include customization and apply DGS branding to the application.
- Designs and documents new or enhanced business process workflows and configurations.
- Develops and implements new or modified ServiceNow workflow configurations according to business requirements.
- Conducts integration testing on new or updated business process workflows.
- Supports system and user acceptance testing and provides defect resolution.
- Develops release management documentation for each production change.
- Creates a KPI dashboard and reports in the business environments per customer business requirements.
- Creates status and metrics reports per business requirements.
- Updates Maintenance and Operations documentation based on any architectural support changes.
- Troubleshoots and mitigates reported defects.
- Assists ServiceNow system administrators and developers with incident resolution, as needed.
- Provides level of effort estimates for new application development projects.
- Provides peer reviews for code built by other ServiceNow developers.
- Provides data conversion, if needed.
- Training
- Develops training materials in an approved format for each implemented workflow including end-user documentation, presentation materials, scenarios and exercises, self-guided tutorials, and help tools.
- Delivers end-user training by conducting training sessions.
- Develops and manages the training schedule.
- Creates Knowledge Base articles.
- Knowledge Transfer
- Documents configuration and implementation procedures and provides the documentation to the application administrators and developers.
- Provides knowledge transfer sessions with the key ETS staff on the configuration and implementation of ServiceNow applications to ensure application administrators and developers can support the system.
- Provides mentoring and guidance to ServiceNow system administrators and developers.
- Upgrades
- Plans the ServiceNow platform release upgrade to the current version available.
- Provides a schedule of activities required for the successful upgrade.
- Documents the ServiceNow upgrade process and procedures.
- Participates in the ETS change and release process.
- Performs the production implementation of the ServiceNow upgrade.
- Refreshes the Development and Test instances as needed for the upgrade.
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